Desktop Support Team Lead

hace 1 semana

Madrid, Madrid, España The Workshop A tiempo completo

About the Role

We are seeking a skilled Desktop Support Team Lead to oversee the smooth operation of our Desktop support and Enterprise tooling services. This role will involve leading a team of Desktop Support Administrators to ensure service delivery meets internal SLAs.

Key Responsibilities

  • Supervise and lead the Office IT, Desktop Support and Enterprise tooling team to maintain a high-performing talent pool.
  • Assist with planning and migration to new enterprise tooling applications and services.
  • Lead day-to-day IT operations and implement quality standards to meet internal SLAs.
  • Help define and execute the company IT and Enterprise tooling strategy and roadmap.
  • Work closely with security teams to establish and enforce security standards and policies.
  • Plan, organize, and supervise technical support activities, including troubleshooting and software vendor issues.
  • Provide advanced troubleshooting support for complex issues and manage resolution processes.
  • Coordinate and lead IT projects related to hardware and software rollouts, upgrades, and migrations.
  • Act as a key point of escalation for IT-related issues and work with external service providers and vendors.
  • Develop policies for internal IT and Desktop Support operations to drive attainment of agreed SLAs.
  • Ensure detailed documentation of all services within scope is developed and maintained.
  • Communicate effectively with senior stakeholders, customers, and delivery teams on IT-related matters.
  • Stay abreast of the latest IT, cloud, security, and networking trends and continuously improve the team's skills and capabilities.

Requirements

  • Proven experience leading teams of ICT technical staff or a similar technical leadership role.
  • Strong understanding of hardware, operating systems, and networking principles.
  • Experience with device management systems and supporting 24x7 infrastructure and enterprise applications.
  • Ability to plan IT projects, manage resources, and give time estimations on delivering projects.
  • Ability to work outside of normal business hours and international travel to office locations.
  • Working knowledge of IT and networking security principles, frameworks, standards, and best practices.
  • Strong working knowledge of setting up and managing Active Directory/LDAP.
  • Good understanding of networking concepts: TCP/IP, LAN/WAN, DHCP, DNS, Routing, Switching, and Firewalls.
  • Experience in providing training to technical and non-technical staff on the usage of IT equipment and enterprise tooling.
  • Ability to set/meet project deadlines and work well under pressure.
  • Excellent communication, presentation, and interpersonal skills.
  • Strong problem-solving, analytical, and decision-making skills.
  • Full English professional proficiency.

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